Communications Strategist and People Leader Resume
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Resume:
Objective: Seeking new career opportunities in Strategic Communications or Finance Leadership.
Career Summary: Accomplished Communications Strategist and Manager of Client Success Teams with a proven track record of driving impactful initiatives and fostering organizational growth within the financial services sector. Adept at leading cross-functional teams, I have spearheaded Fidelity’s retirement plan educational strategy, leveraging data analytics to optimize campaign success. Experienced with visible change management initiatives, resulting in a notable increase in employee satisfaction and leadership efficiency. With a keen focus on customer success and governance, I have orchestrated rapid response and crisis communications and led client service team modernization efforts, delivering tangible improvements in efficiency and transparency.
EXPERIENCE
Vice President, Strategy & Operations, Communications
Fidelity Investments, Boston, MA, –
Communications Strategy: Leader of retirement plan participant marketing strategy. Guided Fidelity’s annual Go-To-Market Plan for retirement plan participant marketing. Storyteller of data analytics for retirement plan participant campaign utilization and success. Consulted with client-facing employees on how to position marketing campaigns. Coached staff to maintain brand adherence in retirement plan communications.
Management and Coaching: Managed team of marketers creating Fidelity’s retirement plan marketing campaigns. Oversight of $ million annual Marketing budget. Mentored Marketing Directors and Communications Consultants. Coached candidates in Fidelity’s Leading for the Future Program.
Employee Engagement and Facilitation: Launched key change management initiatives. Modernized and facilitated marketing leadership alignment forums with senior executives. Implemented and documented employee best practices for employees. Overhauled and maintained Marketing Sharepoint Site accessed daily by + employees. Set strategy and delivered quarterly training and continuing education for employees. Results: Employee satisfaction: % increase in satisfaction scores over six months. Results: Leadership efficiency: % reduction in number of Leadership forums.
Team Leader, Client Service, Change Management
Fidelity Investments, Boston, MA –
Leadership | Facilitation: Developed and led highly visible client service team job modernization effort. Reinvented internal responsibilities for four job roles. Designed and delivered training for employees on new practices and consulting skills. Co-leader and facilitator of -month intensive Leadership Development Program.
Change Management: Influenced senior leader stakeholders to embrace changes in client service practices. Empowered client facing employees to improve efficiency and transparency. Results: time savings equivalent to . FTE annually. Results: increased job satisfaction scores from % to % in months.
Client Service: Facilitated daily meetings and provided strategic guidance for three new client service teams overseeing client relationships. Direct line of escalating client issues to senior leadership.
Vice President, Communications
Fidelity Investments, Smithfield, RI –
Management | Leadership: Managed and coached client-facing Communications Consultants through weekly :s, quarterly career check ins, semi-annual reviews, and ratings for each. Oversight of mega-sized clients in the (b) not-for-profit market. Ensured consistent, quality client service and relationship building. Influenced establishment of additional job role levels for career development and vitality. Reengineered the communications offering for mid-sized retirement plan clients to increase quality of education while minimizing budget and resource spend. Mentored and coached non-direct reports seeking career change and networking opportunities. Completed two leadership programs (nominated by executive leadership). Results: influenced promotions in six years.
Communications Strategy | Client Service: Attended client meetings to oversee and support relationship building and goal setting. Managed $ million client initiatives budget. Guided my team’s annual strategic planning, goal setting, documentation of deliverables and outcomes with clients. Consulted on data analytics storytelling to help improve client consulting experience. Results: Increased client satisfaction scores on my teams from % to % over years.
Training | Facilitator: Designed and implemented quarterly and annual training for team of employees. Expertise with consultative selling, presentation skills, storytelling through data analytics, relationship building. Facilitated three levels of staff meetings and quarterly senior leadership updates. Executed strategic plan and agenda for annual faith-based client forum. Results: % of annual training attendees scored or out of five years in a row.
Project Management | Influencer: Transformed retirement plan client consulting experience for employees across five job roles nationwide. Designed and implemented a five-step annual planning experience for retirement plan clients. Analyzing data, identifying client goals, suggesting education and investment strategies, implementing a strategic plan, documenting project plans, tracking and delivering measurement and outcomes. Results: % adoption of new process. Results: % of analytics-based goals implemented and measured. Overhauled training and provided project management of content for Fidelity’s most complex topics in retirement education including fee transparency and revenue credit programs. -month in-depth research, discovery, and planning. Findings presented monthly to stakeholders and senior leadership for advocacy and buy-in. Designed content and delivered training for employees nationwide. Results: % reduction in compliance risk. % reduction in rounds of review through Compliance. % increase in client satisfaction.
Sales: Polished and dynamic Sales presenter, providing strategic positioning of Fidelity’s communications offering for retirement plan prospects. Designated leader of Sales content and positioning of Communications Consultant role and education strategies for new plan prospects. Recognized leader of client retention with highly visible at-risk clients and prospects. Results: % win rate (Sales/Retention combined). Results: RFP Speed to market:% time savings through reduction in research.
Director, Communications, Mentor/Coach
Fidelity Investments, Smithfield, RI, -
Management: Managed team of ten client-facing consultants. Mentored junior employees. Provided coaching, development, :s, semi-annual ratings and reviews for each staff member.
Strategy: Provided strategic oversight for of Fidelity’s largest (b) client relationships. Proactively consulted and built relationships with clients. Led annual strategic planning, goal setting with clients, documentation of deliverables and outcomes. Used data analytics to identify trends and gaps to help clients identify education goals. Provided sector expertise in educating healthcare, higher education multi-vendor plans, and faith-based institutions.
Client Service & Execution: Wrote, designed, and delivered custom retirement communications via multiple channels. Provided strategic and tactical documentation of all client work with measurement and data-driven outcomes. Directly influenced improvements with employee enrollment rates, savings rates, and asset allocation.
Senior Communications Consultant
Fidelity Investments, Marlborough, MA, -
Strategy: Provided strategic direction and execution of retirement plan education for - large (b) and (k) retirement plan clients in the healthcare and higher education sectors.
Client Service & Execution: Wrote, designed, and delivered custom retirement communications via multiple channels. Provided strategic and tactical documentation of all client work with measurement and outcomes.
Senior Participant Training Specialist
Fidelity Investments, Boston, MA, –
Enrollment Services Specialist
Fidelity Investments, Boston, MA, –
Product Assistant
Fidelity Investments, Boston, MA, –
Education
Boston University
Boston, MA
Bachelor of Music
Vocal Performance,
Volunteer Experience
Director at Large, Consultant
The Mass Arts Center,
Mansfield, MA, – Present
Governance Consultant: Oversee and refresh Board member practices and procedures. Partner with Executive Director on HR, hiring, and compensation practices. Provide strategic guidance for Board retreats. Marketing Consultant: Lead marketing strategy, social strategy, and full rebranding effort in .Consult on fund-raising events: annual Gala communications and performances, annual Giving Tuesday social medial take-over.
Hobbies: Greater Boston area actor, singer, pianist, music director, orchestra conductor. Golfer. Dog-lover. (New!) Gardening enthusiast.
